Telstra News |

Telstra and COVID-19: what you need to know

By Telstra News February 17, 2021

The evolving situation around COVID-19 means we want to keep you updated as quickly as possible on impacts to our business as well as any new policies for our people and customers. We’ll post updates relating to COVID-19 here when they’re available.

Last updated: Wednesday, 17 February 2021

Temporarily closing our stores across Victoria

Friday, 12 February 2021

Given the new restrictions announced by the Victorian state government today as part of a five-day ‘circuit breaker’ period, we are temporarily closing our retail stores across Victoria.

These closures will be effective from 11:59pm tonight until further notice. During this time, we won’t be able to operate our contactless pickup service for any purchases. If you need to contact us during this time, you can use our Contact Us page to get in touch, or use the My Telstra app on your smartphone.

Updated Wednesday, 17 February: Our stores across Victoria will reopen from tomorrow with regular opening hours. To find your nearest Telstra store you can use our store finder, and remember to book an appointment to avoid any queues.

Temporarily closing our Perth metropolitan, Peel and South West region stores in WA

Sunday, 31 January 2021

Given new restrictions announced by the Western Australia state government today, we are closing our stores in the Perth metropolitan area and across the Peel and South West regions of WA.

These closures will be effective from 6PM tonight until further notice. If you need to contact us during this time, you can use our Contact Us page to get in touch, or use the My Telstra app on your smartphone.

An update to our Greater Brisbane stores

Tuesday, 12 January 2020

Our stores in Greater Brisbane have now resumed normal trading hours. Check the hours of your closest store on

We ask that all of our customers comply with the Queensland government advice to wear a mask at all times when you leave home (unless you have a lawful reason not to). Our store staff will continue to wear masks and follow other COVID-safe guidelines in-store.

Reducing our store hours across Greater Brisbane

Friday, 8 January 2021

Given new restrictions announced by the Queensland state government today, our stores in the Greater Brisbane area (including Logan, Ipswich, Moreton and Redlands) will trade with reduced hours.

We’ll be open between 10am – 4pm from Saturday 9 January to Monday 11 January (inclusive).

We’ll have enhanced COVIDSafe measures in place, including the requirement for everyone to wear a mask in store at all times.

Temporarily closing our Warringah Mall store

Sunday, 20 December 2020

Today we’re temporarily closing our Telstra retail store in Westfield Warringah Mall. The health and safety of our people is our top priority so following advice from NSW Health we’ve asked our people from this store to get a test for Covid-19 and to isolate until they have a result. There has been no known exposure in our Telstra Store located in the Warringah Mall.

Our other Sydney stores remain open and continue to serve customers according to COVID-safe guidelines. We encourage you to only travel to a store if it is essential and abide by state health advisories at this time.

We know this is a difficult time for Sydney and the Northern Beaches area, and we thank you for your patience.

Temporarily closing our stores in South Australia

Wednesday, 18 November 2020

Following the six-day COVID lockdown announced today by the South Australian state government, all our Telstra branded retail stores across SA will be closed from midnight tonight. If you need to contact us during this time, you can use our Contact Us page to get in touch with us online, or use the My Telstra app.

Updated Friday, 20 November 2020: Following state government advice, our stores in South Australia will re-open from Sunday.

Reopening our stores in Victoria

Friday, 30 October 2020

We’re pleased to welcome customers back to our Melbourne metro stores, which are now open for sales, service and advice – no need to make an appointment anymore (unless you want to).

Our stores will still be following standard COVID-safe procedures and we ask visiting customers to wear masks.

Enhanced cleaning – including access to hand-sanitiser and regular cleaning and sanitisation of devices – is still in place, along with plexiglass in customer service areas; effective floor management ensuring appropriate customer numbers in stores; physical distancing, and gloves for our teams.

We look forward to seeing you again soon.

An update on our opening hours in Melbourne

Wednesday, 9 September 2020

Most of our stores in metropolitan Melbourne have begun to reopen at this time for essential interactions.

To find your nearest store and its opening hours, see our Store Finder tool.

We’d like to remind our customers to socially distance, wear their masks and treat our team respectfully when in our stores.

Reopening some Victorian stores

Monday, 31 August 2020

Under current restrictions in Melbourne, residents must stay within a 5km radius of their home. We know this can be tough for some people looking for an in-person resolution to an essential issue or request.

That’s why we’re reopening 10 more retail stores in the metro Melbourne area for restricted trading, in addition to the 30 stores that were reopened on 7 August.

The 40 stores will be operating with reduced staffing levels six days a week (Monday – Saturday) from 10am to 2pm. Where there is demand, Telstra will extend the opening hours to 4pm. Please check with your local store on opening hours. These operating hours will be in place for the duration of the Stage 4 restrictions and will be by appointment only. Stores will also be maintaining strict health and safety guidelines.

Customers are asked to call their local store to make an appointment if they are experiencing an essential service issue only.

Once an appointment has been made with your local store, customers are asked to attend at the designated time with photo ID, and only if they are not experiencing any cold or flu-like symptoms and have not come into contact with someone who has COVID-19.

Our team members will be wearing masks, observing social distancing, physical hygiene requirements and our customers must do the same when they visit.

From today, we will be reopening the following stores:

  • Point Cook
  • Brunswick
  • Rosebud
  • Parkmore
  • Plenty Valley
  • Caroline Springs
  • Pakenham
  • Doncaster
  • Northland
  • The Glen

We’re repurposing some Melbourne stores for essential services

Friday, 7 August 2020

Following further consultation with the Victorian Government and industry, we will be repurposing 30 of our stores in metropolitan Melbourne as contactless service centres for customers with essential service issues from Monday.

The stores will be operating with reduced staffing levels six days a week (Monday – Saturday) from 10am to 2pm. These operating hours will be in place for the duration of the Stage 4 restrictions and will be by appointment only.

Customers are asked to call their local store to make an appointment if they are experiencing an essential service issue only.

Essential services include the following:

  • SIM swap
  • New or replacement devices
  • Fixed internet connection and modems

Once an appointment has been made with your local store, customers are asked to attend at the designated time with photo ID, and only if they are not experiencing any cold or flu-like symptoms and have not come into contact with someone who has COVID-19. Our team members will be wearing masks, observing social distancing, physical hygiene requirements and our customers must do the same when they visit.

We take our responsibility to be COVID-safe during this time extremely seriously. We understand the need to significantly reduce the risk of transmission in the community and are taking this obligation very seriously. We also understand it’s critical that customers are able to get online and stay connected during this difficult time.

That is why we have put in place these strict processes in order to help protect both our customers and our people.

The stores that will operate as service centres during this time are as follows (this list is subject to change):

  • Airport West
  • Altona Gate
  • Berwick
  • Box Hill
  • Chirnside Park
  • Craigieburn
  • Elsternwick
  • Fountain Gate (Level 1)
  • Hastings
  • Mornington
  • Northcote
  • South Melbourne
  • Sunbury
  • Victoria Gardens
  • Waverley Gardens
  • Werribee
  • Chadstone
  • Greensborough
  • Knox
  • Melbourne Icon
  • Southland
  • Camberwell
  • Epping
  • Frankston
  • Melton
  • Pakenham
  • The Pines
  • Eastland
  • Highpoint

Temporarily closing our metro Melbourne stores during Stage Four restrictions

Wednesday, 5 August, 2020

During this time of sustained and intensive transmission, the Victorian State Government has implemented Stage Four restrictions for Melbourne and Stage Three restrictions for regional Victoria. These restrictions have been implemented for a period of six weeks.

To comply with the current advice from the Victorian Government, we will be temporarily closing our retail and partner stores in metropolitan Melbourne from Thursday 6 August. This includes 60 Telstra-branded stores, 15 partner stores and a number of Telstra Business Technology Centres.

Our Telstra Store teams will move to work-from-home arrangements to assist our customer service teams in answering customer queries. We will be in touch with you if you were expecting to pick up a device from one of our metro Melbourne stores in the coming days. Meanwhile, we know that connectivity is vital when we’re all at home. That’s why we have a range of support available, including additional free data for fixed and mobile customers and free calls for pensioners.

If you’re one of those experiencing hardship, we urge you to get in touch with us via our Messaging service in the My Telstra app or through our Bill Assistance page. That way we can make sure you’re getting the right service and support for your needs.

We know that this is a difficult time for everyone, but Stage Four restrictions are not unprecedented. We successfully operated in Northern Tasmania during its Stage Four lockdown, working hard to support our customers and keep the community connected.

Thank you for your ongoing patience in what is a challenging time for us all.

We will look to temporarily close the following stores:

  • Chadstone
  • Doncaster
  • Eastland
  • Fountain Gate
  • Greensborough
  • Highpoint
  • Knox
  • Melbourne (Elizabeth St)
  • Melbourne (Exhibition St)
  • Melbourne Central
  • Melbourne Icon
  • Northland
  • Southland
  • The Glen
  • Telstra Licensed Store (TLS) Airport West
  • TLS Altona Gate
  • TLS Berwick
  • TLS Box Hill
  • TLS Broadmeadows
  • TLS Brunswick
  • TLS Camberwell
  • TLS Carlton
  • TLS Caroline Springs
  • TLS Chirnside Park
  • TLS Craigieburn
  • TLS Cranbourne
  • TLS Elsternwick
  • TLS Epping
  • TLS Forest Hill
  • TLS Fountain Gate (Level 1)
  • TLS Hastings
  • TLS Hawthorn
  • TLS Karingal
  • TLS Malvern
  • TLS Melton
  • TLS Moonee Ponds
  • TLS Mornington
  • TLS Northcote
  • TLS Pakenham
  • TLS Parkmore
  • TLS Plenty Valley
  • TLS Point Cook
  • TLS Port Melbourne
  • TLS Rosebud
  • TLS South melbourne
  • TLS Stud Park
  • TLS Sunbury
  • TLS The Pines
  • TLS Victoria Gardens
  • TLS Williamstown
  • TLS Dandenong
  • TLS Frankston
  • TLS Pop-Up Coburg
  • TLS Werribee
  • TLS Narre Warren Kiosk
  • TLS Brandon Park Kiosk
  • TLS Heidelberg Kiosk
  • Telstra Business Technology Centre (TBTC) Melbourne City
  • TBTC Melbourne East
  • TBTC Melbourne North West
  • TBTC Melbourne South
  • TBTC Victoria East
  • Telstra Business Centre (TBC) Mornington
  • TBC Bundoora

Supporting our customers in Victoria under increased COVID-19 restrictions

Tuesday, 4 August 2020

With increased COVID-19 restrictions around Melbourne metropolitan and regional Victorian areas, we want to help our affected customers stay connected – that’s why we’re offering our eligible consumer and small business customers in Victoria additional mobile data, as well as offering unlimited home phone calls to pensioners. The offers will be available from Thursday 6 August.

Some changes for our teams supporting you in Victoria

Tuesday, 21 July 2020

In response to the ongoing community transmission of COVID-19, the Victorian Government has mandated that from midnight Wednesday 22 July, masks or face coverings will be mandatory for everyone in Melbourne and Mitchell Shire when you leave the house.

We have always said that the safety of our staff and our customers is paramount at this time. This remains unchanged. Our people working in this area, including in our stores, will be required to wear masks to comply with the state government’s directions.

We have already been distributing masks to our teams in the field and stores and we’re looking to increase this distribution to other key sites. We’re also investigating the use of cloth masks as an alternative and more environmentally-sustainable option in the long term.

We’ve also advised our team to refuse store entry to customers who are not wearing a mask (unless they meet the Government exemption criteria).

The use of masks isn’t new for our people who have stayed on the frontline and continued to do essential work. Throughout the pandemic, they have often needed to wear masks to meet public health requirements. Because of this, we already have well-established and appropriate safe work processes in place for our people.

As well as mask-use in our stores, we continue to take precautions we ask our customers to be mindful of.

Enhanced cleaning – including access to hand-sanitiser and regular cleaning and sanitisation of devices – is already in place, along with plexiglass in customer service areas; effective floor management ensuring appropriate customer numbers in stores; physical distancing, and gloves for our teams.

All team members unable to work due to COVID-19 will continued to be supported through our paid Pandemic Leave policy.

Our stores are here to help, and we encourage you to book an appointment ahead of time if you need in-person assistance.

An update on our Airport West store

Friday, 17 July 2020

One of our licensee stores in Airport West, Victoria has encountered a suspected case of COVID-19.

The store has been deep-cleaned overnight, and employees who may have been exposed are being isolated and tested out of an abundance of caution. The store is now open, however, we will provide further updates as they come to hand.

You can find your nearest store and book an appointment with our Store Finder.

Update: Testing has returned a negative result. This store is open for trading.

An update on our Mornington store

Thursday, 16 July 2020

One of our licensee stores in Mornington, Victoria has today been closed temporarily after a staff member tested positive to COVID-19.

Store staff are seeking testing and have been provided help under our Employment Assistance program.

The store is currently being deep-cleaned over the next 48 hours, and we look forward to welcoming customers back when it reopens.

In the meantime, you can find your nearest store and book an appointment with our Store Finder.

Providing assistance to Victorian residents in hard lockdown

Tuesday, 7 July 2020

We’re working with the Victorian Government on options to support residents of the nine buildings in lockdown in North Melbourne and Flemington.

We are providing unmetered data for fixed line customers until the end of August, 10GB of extra data for prepaid mobile customers and 25GB of extra data for post-paid customers in the buildings.

An update on our Victorian stores

Monday, 6 July 2020

Two of our licensee stores in Victoria – Altona Gate and Williamstown – have been closed temporarily after a staff member tested positive to COVID-19 at the Altona Gate store.

While there wasn’t workplace exposure in this instance, team members from both stores are self-isolating at home and will be tested for COVID-19 as a precaution.

Both stores are currently being deep-cleaned and we look forward to welcoming customers back when they reopen and staff will come back once they meet all necessary clearances.

In the meantime, you can find your nearest store and book an appointment with our Store Finder.

Wednesday, 8 July 2020: Our licensee store at Altona Gate has now re-opened.

An update on our Bourke Street Telstra Store

Monday, 6 July 2020

As a priority, we want to help ensure the safety of both our customers and our Telstra Store staff. We’ve taken a number of steps to stay COVID-safe.

This is why our Telstra Discovery store on Bourke Street was closed on Friday afternoon (3/7) and remained closed over the weekend, after a staff member unfortunately returned a positive COVID test result.

Over the weekend, two more staff members also returned positive tests. The three team members are quarantining and other staff who worked with them are now self-isolating.

Rest assured, we’re working closely with the Department of Health and Human Services to help in contact tracing customers who may have been in contact with the team members last week.

The store has received a deep clean over the weekend and will reopen today staffed by team members from other stores.

Again, the safety of our staff and customers is our number-one priority. As a result, we continue to take precautions we’d ask our customers to be mindful of.

Enhanced cleaning – including the provision of hand-sanitiser and regular wiping and sanitisation of devices – is already in place, along with plexiglass in customer service areas; effective floor management managing appropriate customer numbers in stores; social distancing, and gloves for our staff. All team members unable to work due to COVID will continued to be supported through our paid Pandemic Leave policy.

Our stores are here to help, and we encourage you to book an appointment ahead of time if you need in-person assistance.

Updated Thursday, 9 July 2020: One additional staff member at our Melbourne Discovery store has tested positive to COVID-19 and is self-isolating at home. More than 40 staff members tested have so far returned negative results. There is no change to our store operations – the Melbourne Discovery store remains open and trading.

We’re reopening selected stores

As COVID-19 restrictions ease in some states, most Telstra stores that were closed in March are set to re-open.

Read more about this story.

We’re helping bridge the gap with online learning

With the reality of social distancing setting in, schools across the country are doing a tremendous amount of work to provide online education resources for students and parents. We’re proud to be doing our part in helping to bridge the gap by providing 20,000 disadvantaged students and teachers across the country with internet access to educational content to support their online learning through the Department of Education and Catholic Education.

Read more about this story.

Making self-service easy with the new My Telstra app

To help you interact with us online more easily, we’re ramping up our digital capabilities as a priority – so you can get the help you need to get connected and stay connected. We’ve just launched our new My Telstra app which is designed to be a one-stop shop for all your Telstra needs. We have also created a number of self-service videos to help you with your basic service needs.

Read more about this story.

If you can #StayHome, you should

Friday, 27 March 2020

As we continue to work-from-home and practice good social distancing, we want to encourage others to join us in flattening the curve of COVID-19. That’s why you’ll see us change our network name on your mobile phone during this uncertain time to – Telstra #StayHome.

From today, when you look in the top corner of your Apple iOS device connected to the Telstra mobile network, you’ll see our new name: Telstra #StayHome. That’s because the best thing we can all do as individuals is stay at home to stop the spread of the virus.

Staying home is the best thing anyone who isn’t providing an essential service can do. Data from the University of Sydney demonstrates that the spread of COVID-19 can be slowed if people cut the vast majority of in-person interactions. That’s why we’ll be helping to share that crucial message, by reminding you to #StayHome on your phone with our new network name.

This new network name will appear on Apple iOS devices only for now and may require a network change (e.g. moving from 3G to 4G) or a change in location to trigger it.

To help support consumers and small businesses as we navigate this difficult time, we’ve introduced a range of initiatives including extra data for mobile and fixed broadband customers, and billing relief for those who need it.

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Supporting small businesses through COVID-19

Thursday, 26 March 2020
Many small businesses across Australia are feeling the impacts of COVID-19. Australian small businesses are agile, we’ve always admired that about them, and we’ll see many of them adapt. But it’s important that the rest of Australia also gets behind them to support them through this challenging time. We’re showing our support by helping them adjust in a number of ways.

Read more about this story.

Issues with some voice calls connecting due to congestion

Tuesday, 24 March 2020

As more people work from home and schools close, we are seeing demand on our network increase daily and this will continue.

Overall mobile call volumes on certain routes and geographies are up by more than 50 per cent. Specific numbers to Government call centres are experiencing three times the call volumes compared to last week, and over 20 times the normal call volume.

As a result, we’re seeing congestion impacting a small proportion (3-4 per cent) of call on our mobile network, with most of the congestion being driven by the high number of calls to Government 13 and 1800 numbers. There is no impact on data as yet.

Working with Optus, we are also trying to fast-track upgrades to our interconnection capabilities which is contributing to this congestion and we are continuing to push for a resolution urgently with them.

Yesterday we made significant improvements to capacity and call routing on our network, which has allowed us to manage the significantly higher call volumes.

Delays getting in touch with us, and the best ways to get help

Sunday, 22 March 2020

Due to the impact of COVID-19 restrictions on our teams and partners in Australia and around the globe, we are prioritising our customer service activities toward maintaining critical services and keeping vulnerable customers connected. You will experience delays getting through to our customer service team and getting some issues fixed.

We understand how frustrating this is. We’re doing everything we can to find alternative solutions to improve things, but these are highly unusual circumstances, and this will take time.

Our call centres in Australia remain open, however with fewer people answering calls there are significant wait times. We are prioritising Medical Priority Assist, service faults and high-risk cases, so if your enquiry is not one of these, we ask that you please reconsider calling us at this time.

If your call is not urgent, please try one of the many self-service tools available on, the Telstra 24×7 and My Telstra apps, or find answers in our Crowd Support community. We’ve created video guides to show how to use our apps to complete many common tasks like checking for an outage, troubleshooting issues with your service or managing your bills.

Placed an order with us recently?

Saturday, 21 March 2020

Whilst we may not be able to take your call right now, we are progressing your order and you can track it online. Have questions? Get help with how to track an order.

Telstra stores

The vast majority of our Telstra Stores are still open. You’re welcome to come in and talk with one of our team in person. Though, we ask that you only visit the store if you’re feeling well and do not meet any of the COVID-19 self-isolation criteria advised by the Australian Government.

nbn disconnections

With the support of nbn co and the ACCC, we have decided to temporarily pause the mandatory disconnections of customers from fixed networks under the nbn rollout. This will ensure customers that have not yet moved to the nbn can remain connected at a time when staying in touch is more important than ever.

As new restrictions come into place in Australia and around the world it is likely there will be more changes to the way we work. We’ll continue to keep you up to date as we learn more and put alternative solutions in place where we can.

Thank you for your ongoing patience in what is a challenging time for us all.

Changes to some of our stores

Saturday, 21 March 2020

We have already taken a number of steps to help keep our customers connected through what is a challenging time for all of us. We’re adding to that by making some precautionary changes to how we run our Telstra Stores to ensure we can continue serving you through this period.

Read more on this story.

We’re putting job reductions on hold, bringing forward 5G investment and more to help the economy

Friday, 20 March 2020

In these extraordinary times, it is in the national interest for every company and individual to play a part in ensuring Australia comes through as strongly as possible. With that in mind, we are announcing a range of additional initiatives we can undertake now to help support the broader economy.

Read more about this story.

A message from Andy Penn, CEO

Thursday, 19 March 2020

Get immediate help and support from the Telstra apps

Wednesday, 18 March 2020

Due to the impact of COVID-19 on our customer service team, we’re prioritising calls from customers in most urgent need of help including Medical Priority Assist and high risk enquires.

We want to keep you supported and connected as best we can during this time.

Our Telstra 24×7 and My Telstra apps can help you look after your account. You can manage payments, monitor your usage, check for outages, track orders or troubleshoot issues with your broadband or mobile.

To make a purchase, visit

We may not be able to take your call

Thursday, 19 March 2020

Due to increased containment measures announced by the Philippines Government, Telstra’s contact centre workforce has been reduced. This means there are longer wait times for customers contacting us via phone or online messaging.

There is no impact to Triple Zero (000) emergency calls.

Our call centres across Australia and India continue to operate and take enquiries. We are prioritising Medical Priority Assist enquiries, as well as high risk cases. If your enquiry is not urgent and does not fall into one of these categories, please either contact us at another time, or you can self-service on or the Telstra 24×7 or My Telstra apps. We are providing further information on our website to assist you to manage other enquiries.

Our Telstra stores remain open for business, so you’re welcome to come in and speak to one of our team members. We take the safety of our people and customers very seriously and have robust hygiene standards in place in stores. We ask that our customers only visit the store if they’re feeling well and do not meet any COVID-19 self-isolation criteria advised by the Australian government, such as having recently returned from overseas or been exposed to someone with COVID-19.

We are working to increase our contact centre capacity in a number of ways including ramping up our working from home capabilities, increasing overtime and extra shifts for our Australian-based staff, and diverting sales calls to our stores. We know how frustrating this can be and that is why we are working to improve the situation, hoping to get to as many of you as possible. Thanks for your patience as we work through this.

Supporting our customers during COVID-19

Monday, 16 March 2020

As people around Australia increasingly begin working and studying from home or self-isolating as part of the national response to COVID-19 demand for connectivity is rising rapidly. To play our part, Telstra is giving our consumer and small business customers additional data as well as offering unlimited home phone calls to pensioners. We want to help our customers, who find themselves having to work from home, stay connected.

Read more about this story.

How to improve your work-from-home experience

Sunday, 15 March 2020

As we move our office-based teams to a work-from-home model, we’re all thinking about how to be most productive in a new environment. We’ve been working flexibly at Telstra for a while, and have rounded up five great tips from our team that might make your experience easier.

Read more about this story.

Taking the right precautions for COVID-19

Friday, 13 March 2020

As governments and agencies around the world move to contain COVID-19 (Coronavirus), we’re also taking the right precautions to look after the wellbeing of our people.

With global events now unfolding very quickly, we’ve made the decision to move to full work from home arrangements for Australian-based office staff effective next week. These arrangements will remain in place until the end of March at a minimum.

Read more about this story.

Our steps to reduce transmission of COVID-19

Thursday, 12 March 2020

Our number one priority is the wellbeing of our people and customers. That’s why we’re taking sensible steps to ensure that the risk of COVID-19 (Coronavirus) exposure is limited. From today, we’ll look to limit exposure and transmission of the virus in our stores. We’re posting notices at our doors asking customers to reconsider the need to enter if they are a potential carrier of COVID-19.

We’ll be asking that those who have been, or suspect to have been exposed to someone with or suspected to have COVID-19 to refrain from entering, and if urgent, to call us on 13 22 00 or engage with our online team at instead.

Similarly, we’re also asking that customers who have travelled to or transited through a Category 1 country – such as mainland China, Iran, Italy, Japan, Mongolia and Korea – to also reconsider the need to enter and instead engage with our phone or online support teams.

We’ve also implemented new procedures for our Field Service Technicians to ensure they’re adequately protected.

Our Technicians will now call a customer or end-user on approach and ask a series of mandatory questions before attending the premises.

Technicians will ask if the customer is unwell and if they suspect they’ve been exposed to someone who has or suspects to have COVID-19. Technicians will also ask if the customer or end-user is currently in quarantine due to having had contact with someone suspected of or diagnosed with COVID-19.

If a customer answers yes to any of these questions, our technicians will try to fix the issue from outside and if they are unable to complete the job it will be rebooked for 14-days later (after the quarantine period is over). We will work with customers to provide interim devices or alternative solutions so people remain connected.

These new notices and procedures will reduce the risk of transmission to a member of our team or to another customer.

While these measures are precautionary, we want to ensure we’re doing everything possible to protect our people by following Australian Government guidelines on reducing transmission of COVID-19.

Supporting our people during COVID-19

Wednesday, 11 March 2020

We’re making sure we look out for our people throughout the evolving COVID-19 (Coronavirus) situation. This includes new measures to minimise the risk of transmission, and additional support to reduce the potential financial burden for our people who may become impacted. So today we’re introducing a policy that will give our permanent, fixed-term and casual team members access to additional paid leave should they need to take time off work.

Read more about this story.

Telstra News |

The future of the workplace post-COVID-19 – the new normal isn’t coming, it’s here now

By Andrew Penn August 31, 2020

It is business, but it’s far from usual. COVID-19 has transformed our ideas about how and where we work and put flexibility, adaptability and technology at the heart of the workplace. The way we work and how successful businesses in the future will be defined has changed forever – here are three thoughts on how.

Firstly, there is no “normal” when it comes to the workplace, what matters is maximum flexibility.

We’re all different. Some people are more introverted, some are more extroverted. We all have different personal circumstances and the organisations that will be successful in attracting and retaining talent will be those that can offer their employees maximum flexibility. In developing our thinking around flexible working Telstra is developing six personas based broadly around our people’s different role types, their technology needs, communication preferences along with individual considerations, challenges and expectations. This is about identifying the right solution for each person in our workplace, not a one size fits all, so our people can choose to work in a way that best suits them. Managing across personas increases complexity and adds more challenge to how leaders must manage but when you get it right, the payoff is so much higher.

Second, the humanity of our people will re-shape our culture.

Workplace culture has changed enormously during COVID and all for the better. The usual shields of business – the clothes, the offices, the hierarchies that we sometimes hide behind – have been stripped away and we have all got a better glimpse into each other’s real lives. It has certainly been a great equaliser as we all get to see each other’s partners, kids, pets and homes. The connections are real, the links genuine. The businesses that will be successful in the future will embrace their humanity and make it the foundation of their culture.

And third, our technology, tools and property plans need to supercharge our ability to do our best work.

Operationalising the workplace of the future means drawing together the threads of flexibility, adaptability and technology. It is a cross-functional, cross-company task and Telstra’s leaders from property, networks, IT and HR are considering our infrastructure, technology, tool and skills requirements through the lens of our employees’ experience, needs and expectations. The businesses that will be successful in the future will be able to think through flexible working in all its dimensions, and bring it to life through technology.

A new normal

Not long ago the biggest catalyst for workplace change was advances in digital technologies and connectivity. Many were alarmed jobs would be replaced by artificial intelligence, automation or robots. Those things have not gone away but COVID-19 has taken the future of work in a totally new direction, a direction that is increasingly virtual and remote rather than physical and centralised, a direction where a 9-to-5, Monday-to-Friday workday (physically at the office, for many of us) is suddenly hard to imagine.

The “new normal” for work will be flexible, geographically dispersed, and offer a choice of a hybrid of digital and physical tools and spaces that are tailored to your role and your technology needs, preferences and expectations. Work will be something you do, not somewhere you go.

At Telstra, this concept of flexibility will include our office-based staff but also extend to the many thousands of Telstra people who work in stores, install or repair connections at homes or businesses, take E000 calls or provide other critical services at secure facilities.

When COVID first hit, we moved our 25,000 Australian-based office employees to work-from-home to get ahead of things. We did that in a single weekend, more or less without a hitch. That was nearly six months ago and most – myself included – have not been in the office since.

Video meetings are now standard at Telstra. In July, as just one example, we ran more than 8 million Microsoft Teams calls. Management meetings, Board meetings, team meetings are now virtual including this year’s Annual General Meeting – a first in our 160 year history.

It is hard to imagine a bigger disruption to traditional work practices and yet the appetite for this type of flexibility is extraordinary. A recent employee survey showed more than 60% of our people believe they are more productive working from home and, on average, they would prefer to work from home around 3 days per week, compared to an average of 1.7 days prior to COVID.

We introduced All Roles Flex in 2014 but it has taken this pandemic to fundamentally shift us from a workforce that sees home working as a nice-to-do to a permanent fixture in the work-life juggle.

The top reasons our people cite for embracing this change are no commute time, greater flexibility on working hours and more time for exercise and family. There are still challenges (issues like mental health and domestic violence are very real) and we recognise that some people will want to return to the office as soon as they can while others do not have the choice such as those serving customers in-store.

Before COVID we trialled an agent@home model for Australian-based sales and service consultants from our call centres. Now all consultants can potentially work from home, shifting the conventional thinking on customer service roles.

There is no way to know exactly what the world will look like a year from now so we must accept this is our new normal and prepare for it.

Humanity in all its colour

If work is like the blood that flows through our veins then technology and collaboration tools are the connective tissue. However, as vital as they are it is the purpose, values and culture of a company that defines who we are. Through COVID this has been enriched by the humanity which we are now seeing on high-beam.

In two weeks’ time it will be six months since I set foot in the office. I certainly miss all those informal interactions – the opportunities to bump into people in the coffee shop or the side conversation before or after a meeting. Their absence cannot be replaced by technology alone. We all have our own small rituals and COVID has enabled us to better understand their bigger role in our psyche. In uncertain times, rituals give us comfort and confidence.

Working from home has truly broken down hierarchies in a way we could never have imagined previously. Teleconferencing means we are bringing people into our homes every day and they are seeing us in a way they never have before – with all of our issues, challenges and vulnerabilities.

In our efforts to keep connected, we are also asking each other how we are in meetings – and actually stopping and listening to the answer. The simple question “How are you” during a health pandemic is no longer a polite refrain but a symbol central to connecting us and looking out for each other.

From these simple acts of humanity, mental health, safety and wellbeing are now a foremost concern in how we manage our workplace and evolve our culture. Providing a safe work environment has always been fundamental but the increased focus on mental health is rightly pervading our outlook and is a key component of our new normal.

We need to be part of a tribe, to feel connected to each other and something bigger, with a purpose. The opening of the window into our humanity during COVID only enriches this.

Supercharging our best work with technology

Telecommunications networks and digital technology have been critical during the lockdown period, and the acceleration of the digital economy is now not only crucial to a fast economic recovery but is supercharging our people’s ability to do their best work.

The basics are obvious: what are the connectivity, applications and tool requirements – in the office, at home and on the move, for voice, for video and online collaboration?

Others are more complex and can involve anything from identity management to cyber security and our property portfolios. These are all important considerations with critical consequences if not managed well.

Like other large organisations, we operate large office buildings in CBDs around the country, many of which are now either largely empty or much-reconfigured to accommodate social distancing measures.

Our employees have told us they no longer want to be there Monday to Friday, that they see themselves coming in around two days a week to collaborate, see customers, socialise and build relationships with colleagues and to learn. There are many ideas around how this might work, from modifying existing facilities to cater for collaboration to a “hub and spoke model” that puts more office facilities closer to where employees live, including in suburban or regional areas rather than centralised in the CBD.

But in the new normal, more deeply understanding our people means we can enable them with technology, connectivity and physical space options to do their best work where and how it suits them.

This is the new normal

I have been in the workforce for more than 40 years and I have seen how work and the workplace has evolved. I have seen how roles change, how some have disappeared and how new technologies have brought forward new thinking around productivity, flexibility and engagement. I have also seen many changes in the nature of what constitutes a successful company.

Even before COVID it would have been naive to think technology was not going to continue to drive changes in our lives and in our workplaces – the real issue then is how do we respond and how we prepare ourselves for the future.

What COVID is showing us is that we are at our best when our workplaces offer maximum flexibility, when they enable us to let our humanity into our culture and when they combine the power of technology and connectivity. When they do that we will create a workplace that not only survives the new normal but thrives.

Professional working remotely from home
Business and Enterprise | Cyber Security | Enterprise | Small Business |

Five steps to cyber-secure a hybrid workforce

By Michael Ebeid AM July 28, 2020

Professional working remotely from home

The scramble earlier this year to shift entire businesses to remote working almost overnight showed just how nimble and adaptable Australians can be, and that we can be productive working from just about anywhere. But it also put many Australian businesses in a more cyber-vulnerable environment. As employees and employers felt the benefits of logging-on from the home ‘office’, it became clear the way we work will never be the same. These benefits however, are not without risk. In a new study, Telstra commissioned Forrester Consulting to look at the implications of remote working on cyber security and the steps businesses can take to secure a hybrid workforce.

The way we work was already changing before COVID-19 hit us. While the digitisation of our workforce was slowly evolving, few companies were prepared for a full shift to remote work. What COVID-19 has done is dramatically accelerate the shift to working from home as a new normal. In March 2020, in just shy of a month, almost every Australian office worker found themselves operating from home and connecting with colleagues over video.

What followed, however, was a nationwide heightening of cyber security risk. In the rush to secure organisations and ensure overnight remote digitisation, many businesses and their teams unintentionally took part in behaviours that put themselves and the companies they work for into a cyber-vulnerable position. This included signing up for multiple free tools and collaborative online applications, to securing sensitive work devices to vulnerable home networks.

As though waiting in the wings, cyber criminals quickly swooped in to take advantage of digital environments made vulnerable by COVID-19, with a host of scams and complex attacks. The stark rise in hacking attempts grew and triggered a response from the Federal Government announcing multiple businesses had been targeted by sophisticated online attacks and increased diligence was required.

The Federal Government established an Industry Advisory Panel to provide strategic advice on Australia’s 2020 Cyber Security Strategy, which recently delivered its recommendations ahead of the Strategy being announced.

While Australia’s 2020 Cyber Security Strategy will play a part in helping, we know that cyber security is everyone’s responsibility and businesses require a comprehensive and long-term response to ensure remote working security.

To really understand what this looks like for Australian businesses, we asked Forrester Consulting to explore the challenges of cyber security and remote working and how businesses can secure their new-look workforce.

The rush home

Professional working remotely from home office

The research revealed a rush from businesses to patch holes and support a remote workforce facing increased risk and exposure. From an estimated 16 per cent remote workers pre-pandemic to a staggering 68 per cent at the peak of restrictions in Australia to date, many businesses say they weren’t ready for a scenario of this magnitude. Many simply did not have essential security practices in place to safeguard an increased remote workforce.

Unsurprisingly, businesses revealed they were unprepared for cyber attacks. Just 52 per cent said their organisations’ business continuity plans were equipped to address cyber attacks and/or other security incidents. What’s more, 46 per cent said they did not feel they had sufficient tools in place to support employees’ use of mobile devices – pre-pandemic.

The reality is cyber security is an ever-evolving chess game and as businesses committed to mastering the rules, the game suddenly changed.

The five immediate priorities

Hybrid working looks like it is here to stay. Australian businesses are anticipating a higher rate of remote workers post COVID-19. Some 42 per cent of businesses expect they will permanently maintain an increased remote workforce. Quick fixes that have helped businesses tread water in the face of unprecedented displacement won’t cut it for a permanent hybrid workforce.

As COVID-19 restrictions adjust in Australia, our report found five immediate priorities businesses can explore to secure their hybrid workforce.

  1. Streamline security investments
  2. Train employees to be cyber safe at work and on the move
  3. Keep VPNs running and as secure as possible in the short-term
  4. Invest in Zero Trust network access to replace aging VPNs in the long-term
  5. Build a reliable security foundation for personal devices

Streamlining security investments can make things simpler and more cost-effective for businesses facing COVID-19 economic realities. For example, businesses can concentrate spending with their strategic partners. Trimming down a vendor list forces us to think about which vendors provide the solutions that are critical to future growth, and also builds deeper relationships.

As the Telstra Security Report 2019 found, employees can be a company’s best asset, but also the greatest risk when it comes to cyber-security. Above everything, it’s critical to train and advise employees to be cyber safe at home, at work, and on the move. And this isn’t a once-off. It’s on-going and evolving. Earlier this year, the report cites a 600 per cent global increase in phishing and malware attacks. This means we need an equal increase in employee alertness and preparedness. By running regular phishing simulations team members grow more and more aware of what to look out for. Anti-phishing best practices include a strategic mix of technical controls, employee education, and incident response.

The report recommends that in the immediate term, businesses keep their VPNs running and as secure as possible – this is vital. But in the long term, there’s an opportunity to invest in Zero Trust network access to replace aging VPNs. These reduce the network threat surface and have features that are more secure than VPNs, such as least-privilege.

Finally, it all comes back to building a reliable security foundation for personal devices. This includes not allowing unmanaged devices on business networks, enhance security posture with multifactor authentication, and revisit security threats in the business continuity plan.

Telstra has been a leader in cyber security for over a decade, not just protecting our own network, but also helping our Enterprise customers manage their risk and protect data. In addition to our range of security products and services, Telstra Purple, our professional and technology managed services businesses, can provide guidance and help develop your strategy on how to address these priorities for your business, right through to providing a fully managed service. If you need help or more information please contact your Telstra account executive.

The way forward

Australian businesses have been thrust into an incredibly challenging situation. To help hybrid workforces succeed, I believe there’s an opportunity to scale solutions that not only maximise the productivity of workers, but also maintain security wherever they choose to work — at home, in the office or on the move.

Download your copy of the full Forrester study ‘Act now: Your five immediate priorities to secure a hybrid workforce’.

Melbourne, Australia at night
Telstra News |

Supporting our customers in Victoria under increased COVID-19 restrictions

By Michael Ackland July 8, 2020

With increased COVID-19 restrictions around Melbourne metropolitan and regional Victorian areas, we want to help our affected customers stay connected – that’s why we’re offering our eligible consumer and small business customers in Victoria additional mobile data, as well as offering unlimited home phone calls to pensioners. The offers will be available from Thursday 6 August.

To help, we’re providing our consumer and small business home broadband customers (ADSL, NBN and Cable) in Victoria under at least Stage Three restrictions with unlimited data at no additional charge on their plan until 30 September 2020. The data, which will be provided automatically, will help those working and studying from home or self-isolating to access videoconferencing, voice over Wi-Fi, cloud connectivity, and more.

Eligible pensioners in these same areas with a Telstra home phone plan will also be able to make unlimited local, national and 13/1300 calls and calls to Australian mobiles from their home phone in Australia, to make staying in touch with friends and family simpler. This will be applied to eligible accounts automatically and will be available until 30 September 2020.

We’re also offering our eligible consumer and small business mobile customers in affected areas more mobile data from Thursday 6 August. Post-paid customers on both mobile phone and mobile broadband plans can receive an extra 25GB of data on their plan to use in Australia within 30 days, and Telstra pre-paid customers who recharge with $40 or more can access an additional 10GB of data for use in Australia within 28-30 days (depending on their plan).

Eligible customers can apply for the extra data via our My Telstra app from Thursday 6 August until 30 September 2020 and the data will be available within 24-48 hours. Data does not roll over. Offer not available on Day2Day plans. Please contact us via the My Telstra app if you’re a Telstra mobile customer living within the Metropolitan Melbourne and the Mitchell Shire lockdown postcodes, and can’t see this offer in your My Telstra app during the offer period.

We also have offers available to small business customers, including the ability for eligible customers to hibernate their fixed business services.

With data traffic increasing, we are encouraging customers to make use of the self-service tools available on the latest My Telstra apps for iOS and Android – this allow customers to check account information and pay bills while easing the burden on our call centres. The My Telstra app also includes in-app messaging, which is a convenient way to get help with your Telstra account services at a time that suits you.

We are also making it easy for our customers to access more self-serve billing options through our new online hub, including help with:

  • Entering into a payment plan with Telstra.
  • Entering into an agreement to pay at a later agreed date.
  • Suspending services for up to 90 days, and reconnecting free of charge at the end of that period or beforehand if they are ready to do so.
  • Downsizing their plan if they can no longer afford the plan they are on.

We know that this round of increased restrictions may be stressful and unexpected to some, and we want to help during these difficult times. We have a range of support measures in place and available to customers, and we want to ensure everyone has the tools they need for help to stay connected and keep business flowing wherever possible.

Things you need to know

Telstra’s FairPlay Policy applies to our unlimited broadband offer.
Post-Paid Mobile/Mobile broadband offer: Data applied within 48 hours of request and expires 30 days after bestowal. Data does not rollover.

Pre-Paid Max/Extra/Plus/Freedom Anytime/Freedom Unlimited customers: Unused bonus data expires 28 days after bestowal and will not rollover. Offer not available on Day2Day plans. For all other Telstra Pre-Paid and Telstra Pre-Paid Mobile Broadband plans unused bonus data expires 30 days after bestowal and will not rollover.

Additional mobile data will only be available to eligible customers who have used their Telstra mobile service within Victoria during the lockdown period announced by the Victorian State Government on 2 August 2020.

Telstra stores open - COVID-safe
Telstra News |

How our stores are here to help

By Fiona Hayes June 29, 2020

We know that there’s still some ongoing uncertainty as we navigate our new COVID-safe world, but as restrictions ease, we’re welcoming customers back into stores with new COVID-safe measures of our own. That way, we can ensure everyone can get the support they need in a safe and friendly environment.

We maintain a number of channels where our customers can get help with new products; billing enquiries and tech support. This includes our My Telstra messaging service that allows you to get in touch with one of our representatives on your schedule.

During the lockdown, we made the decision to close some of our stores to ensure our staff and customers remained safe. We’re happy to announce now that stores across our retail network are open.

Our stores provide a great environment for customers to speak with one of our team members to provide solutions and expert advice.

We continue to focus on providing a COVID-safe environment for our customers and team members. That’s why we’re continuing to support a number of measures to make sure that health and safety remain our top priority.

Enhanced cleaning – including the provision of hand-sanitiser and regular wiping and sanitisation of devices – is already in place, along with plexiglass in customer service areas; effective floor management managing appropriate customer numbers in stores; social distancing, and gloves for our staff.

These measures may extend the wait time in some stores, but we ask all of our customers to treat our store staff with respect at this time and all times. We have a zero-tolerance policy to harassment and abuse in our stores and we ask that visitors behave appropriately.

By implementing these and other measures, we can make sure that our stores remain a safe and friendly place to get help and support.

Find a store or book an appointment at your local Telstra Store.